Information Technology Support Specialist

IT Support Specialist Needed

Are you a go getter that can troubleshoot technology issues? If you need steps 1-10, and can't think of what 11 might be, then we probably are not the place for you to work. BUT, if you like to solve problems, please clients, and work with a team that has your back - then this is THE job for you!

Because we’re growing, we are looking for an IT Support Specialist that enjoys helping clients and talking to people while utilizing innovative technologies. YOU MUST HAVE AT LEAST 2 to 5 YEARS EXPERIENCE WORKING IN AN IT SUPPORT ROLE

This is a full-time position based in Atlantic Canada. As an employee, you will qualify for a health insurance, bonus days off, and profit sharing. You MUST already be based in the Maritimes and already be eligible to work in Canada (no exceptions). This is an awesome opportunity for someone who:

• LOVES LEARNING NEW THINGS and wants to broaden their experience and skills.
• Wants to work for an organization that genuinely CARES about its clients and employees
• Wants to work in a fast-paced, NO-DRAMA environment where office politics, backstabbing, gossip, and negativity are NOT tolerated.
• Wants to work at a company where they can LEARN about and work with innovative Cybersecurity and related solutions.
• Is extremely detail-oriented and appreciates people who take an organized, systematic approach to achieving success.
• Likes the idea of working for a smaller (but growing) company where their ideas and contributions directly impact the company’s success, direction, and growth.
• Is a quick, self-motivated learner who wants to work for a company that will invest in their education.
• Wants a position that will offer upward earning and career advancement; we want people who are interested in growth, learning, and becoming part of our team long-term.

To be considered for this position you must also complete the assessment found at:

https://www.ondemandassessment.com/o/JB-KM27X14GV/landing?u=1188514

The IT Support Specialist Role Scorecard:

Position Overview:

Answer and respond to client requests for technical support utilizing BeckTek’s Make-You-Happy client service philosophy. This includes over communication to clients by phone and/or email, utilizing non-technical jargon (No Geek Speak) and ensuring client expectations are properly set and then meet. Oversight and management of business solutions provided to clients. This person will also be responsible for managing their time, working service requests and projects assigned to them in a timely fashion, with a sense of urgency to get the job done as quickly as possible to the client’s satisfaction.

Success in this role will be measured by timely and accurate completion of service requests and projects, accurate tracking of time in management systems, client satisfaction (CSAT) scores and completion of ongoing technical learning and training.

Key Performance Indicators will be measured in the following way:

· Your ability to hit tight production deadlines for all deliverables to our clients without mistakes or excuses.

· The clarity and accuracy of client communications being sent, verbally and in writing. Geek Speak is not allowed

· Your ability to quickly learn and utilize the tools and solutions BeckTek utilizes to support our clients.

· 40 hours of work per week accurately recorded within internal management system

· 80% utilization of time for client facing activities (32hrs)

· 95% or above client satisfaction scores

Note: This is the initial list for this position. Other tasks will be added on as this individual’s skill level increases.

· Improve client service, perception, and satisfaction.

· Fast turnaround of client service requests

· Communication with clients, notifying them of progress with service requests, impending changes, and outage

· Respond to incoming calls within 3 rings and triage utilizing phone scripts. Route calls to appropriate destination (such as sales or billing) or create service ticket.

· Enter all work as service or project tickets in ConnectWise as they occur.

· Understanding of operating systems, business applications, printing systems, and network systems

· Service awareness of all organization’s key services for which support is being provided

· Understanding of support tools, techniques, and how technology is used to provide services

· Document Maintenance for all client user accounts, computer systems, software, and infrastructure.

· Diagnostic skills of technical issues

· Administration and maintenance of the remote monitoring and management system: update agent scripts, respond to alerts and periodic system review.

· Escalate service or project issues that cannot be completed within agreed service levels

· Review IT publications and online materials to remain up to date with current and future technologies emerging in the industry.

Core Values

Upholding these Core Values is crucial not only to how we perform as a company, but also how excited and enthusiastic we all are about working here. These Core Values are the foundation of our culture. Our culture sets the standard for how we treat each other, whether or not we trust each other and how we handle conflict and settle differences. It’s the standard for how we act, communicate, and treat each other.

Since we spend the majority of our waking hours working with each other, we take these Core Values seriously to provide a workplace we all enjoy coming to. Our company is definitely not for everyone, so don’t consider joining our team unless you are truly prepared to embrace our culture.

Our culture is one of accountability, resourcefulness, and excellence. Of urgency and finding solutions. Of HARD WORK. Of candor and integrity. Of showing up ready and prepared to work. Saying what needs to be said but being kind and respectful to each other. Of appreciation. Of getting things DONE – and done right! If you are not willing to embrace and live by these Core Values, we are not the right place for you.

1. We Value Our Clients. We are committed to putting our FULL effort behind developing loyal, raving-fan clients by consistently delivering excellence, removing irritants and enthusiastically exceeding expectations.

2. We Value Hard Work. We know the key to success is preparation, hard work, training, and the persistence to do what is necessary, not what is easy. If you’re the last to show up in the morning and the first to leave at night, you’re probably not the right fit here.

3. We Value EXCELLENCE. We have no tolerance for mediocrity. We are achievers who take pride in delivering excellence in everything we do, and practice consistent, never-ending improvement.

4. We Value Unquestioning Integrity. We tell the truth, keep our commitments, and do what is right and expected of us. Covering your butt, hiding mistakes or “gaming the system” is dishonest and not tolerated.

5. We Value Gratitude. We appreciate the opportunity to work together and serve our clients. If you are not grateful for this, you don’t belong here.

6. We Value Learning. We are committed to sharpening the saw and constantly learning and improving our skills. We willingly embrace coaching from each other and seek ways to master the skills we need to perform our jobs.

7. We Value A Drama-Free Workplace. We value candor and respectful open discussions. Office politics, being disrespectful, complaining about team members in or outside the office and failing to say what needs to be said fuel drama and resentment and are not tolerated for any reason.

8. We Value Extreme Ownership. We take complete responsibility and accountability for the goals we are given, our performance and the results we deliver. Finger-pointing, making excuses, complaining about how “unfair” something is not how we operate